Location: Hyderabad, Telangana

Job Code:

425831

Industry:

IT / ITES – BPO

Function:

Customer Service / Technical Support

Role:

International Voice Process – Technical Support & Sales

Salary:

Up to ₹7 LPA

Experience:

International Voice Process experience mandatory

Education:

Graduation mandatory

Notice Period:

Immediate joiners only

Shift Type:

Rotational shifts, including night shifts

Work Mode:

To be confirmed with the recruiter

Key Responsibilities

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Handle international customer queries through voice and chat channels.

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Resolve customer concerns during the first interaction wherever possible, ensuring high First Call Resolution (FCR).

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Provide technical support for SaaS software products and deliver excellent customer experiences.

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Troubleshoot issues related to subscriptions, billing, cancellations, refunds, invoices, account access, and password recovery.

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Assist customers with software downloads, installation, activation, license usage, and device limitations.

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Guide customers on subscription plans, upgrades, downgrades, add-ons, and product features.

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Support software across Windows, macOS, iOS, and Android platforms.

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Identify opportunities for cross-selling, upselling, customer retention, and product upgrades based on customer needs.

Mandatory Skills

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International voice process experience.

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Excellent verbal and written English communication

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Strong customer service and customer-handling skills.

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Strong analytical and problem-solving abilities.

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Customer retention and objection-handling skills.

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Familiarity with CRM tools and case documentation.

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Active listening, empathy, and professional communication.

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Ability to meet sales targets and service quality standards.

Valuable-to-Have Skills

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SaaS product support experience.

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At least one year of troubleshooting experience across Windows, macOS, iOS, and Android.

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Knowledge of software installation, activation, subscriptions, and license management.

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Familiarity with technical support documentation and knowledge bases.

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English proficiency at CEFR B2 level or above; C1 is preferred.

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Additional EMEA language proficiency at C1 level is advantageous for relevant language-specific roles.

Candidate Eligibility Criteria ​

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International voice process experience is compulsory.

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Experience in cross-selling or upselling is required.

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Must be available to join immediately.

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Must be willing to work from the Hyderabad location.

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Must be comfortable working rotational shifts, including night shifts.

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Salary expectations must be within ₹7 LPA.

Recruitment priority:

Candidates with international voice experience, excellent English communication, technical troubleshooting skills, proven cross-selling/upselling experience, and immediate joining availability.

📌 International Technical Support Associate (Hyderabad)
🏢 Gratitude
📍 Hyderabad